Our Complaints Procedure

We work hard to get things right and always aim to treat our customers fairly but occasionally mistakes can be made which may affect you. If you are not happy with any aspect of our service then please raise this with us and we will do our best to make it right for you.

Step One – Get in touch

If you have an issue, whether you consider it a complaint or not; please let us know as soon as possible so we can try to put it right. We will aim to resolve all issues by the end of the following working day. You can contact us using any of the methods on our contact page.

Step Two – Escalate the complaint

If after contacting us, you are still not happy then you can contact us again to escalate the complaint. Your complaint will be handled by a senior member of staff with an aim to resolve the complaint as quickly and satisfactorily as possible.

If we have caused the problem, we will apologise and let you know why it happened and what we are going to do to resolve it.

Step Three - Still not happy?

If your complaint has not been resolved satisfactorily after 8 weeks or we have issued you with a deadlock letter you can contact the Energy Ombudsman. The ombudsman will carry out a free, independent investigation into the matter on your behalf. If they decide we are at fault they may enforce a resolution on us which could include an apology and explanation of what has happened, remedial action and financial compensation to you.

Independent help and advice?

If you need independent advice, please contact Citizens Advice on 03454 04 05 06 or visit their web site. Their service is free, independent and confidential.